Service Delivery Manager at Itineris
The Service Delivery Manager will manage the delivery of support and managed services to our live utilities customers using the UMAX solution, executing the vision of service delivery to consistently exceed customer expectations through continuous improvement, efficiency, and an unwavering commitment to excellence. You are responsible for the cost‑effective, timely, and quality delivery of support and managed services.
Responsibilities
* Develop & maintain a strong professional relationship with your assigned customer(s).
* Consistently execute & follow up long‑term maintenance contracts.
* Ensure SLA achievement and a high level of customer satisfaction.
* Provide input for permanent tracking of KPI’s (financial, quality, schedule, and risks/issues) and provide appropriate and frequent report‑outs to different stakeholders.
* Collaborate with a team of Service Delivery Consultants (functional and technical profiles) and other internal teams (e.g., R&D, Finance, Center of Excellence).
* Anticipate and/or manage efficiently all significant changes under your supervision.
* Suggest & implement continuous improvements on standard processes and tools to drive operational efficiencies.
Qualifications
* Experienced contributor with a proven track record in Service Delivery Management.
* Business knowledge of applied ERP or applications solutions (preferably Microsoft Dynamics 365).
* Affinity with software development and a keen interest in both functional and technical aspects of our solutions, to be able to effectively challenge and advise customers.
* Experience with cloud‑based applications/SaaS based on Microsoft Azure.
* Knowledge of the Utilities sector or similar – a strong advantage.
* Familiar with project methodologies such as Waterfall (Prince2) and Agile (Scrum, Scaled Agile), and holds an ITIL certification.
* Analytical and proactive approach, with a problem‑solving mentality and strong customer focus.
* Commercial flair and excellent listening and negotiation skills.
* Strong oral and written communication and presentation skills.
Benefits
* A fast‑growing and international environment with offices in Ghent, Atlanta and London.
* Working with future‑ready water and energy companies and building valuable utility expertise.
* Internal mobility, developing your career through various educational programs and growth paths.
* An entrepreneurial mindset where you have a direct impact on our growth journey.
* An open environment where you can take a break to recharge and achieve the best results, with celebrations of milestones both big and small.
* Onboarding, learning and buddy programs to get you ready for a smooth start.
* Flexible options for hybrid working so you can work in a way that suits you best.
* Competitive perks & benefits to help you reach your full potential, both at work and in your personal life.
* A lot of fun moments with an eye for sports, celebration and well‑being to maintain a healthy work‑life balance.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Consulting
Industries
Software Development
Location
Ghent, Flemish Region, Belgium
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